MB-230 Practice Test

MB-230 Practice Test practice questions, page 6 of 19, with answer review and explanations.

Question 26

You are a customer service representative using Dynamics 365 Customer Service Hub. You need to link the knowledge base records that relate to cases and send articles to customers. Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in them correct order. Select and Place:

Question 27

You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search. You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to: Elevator - ✑ Motor ✑ Sizing How should you configure the search? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. Hot Area:

Question 28

A company uses Dynamics 365 for Customer Service. You need to document the case resolution process. How are each of the cases resolved? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. Hot Area:

Question 29

You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review. You approve some articles and revert some articles to draft status. For each action, what should you do next? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. Hot Area:

Question 30

A company uses Dynamics 365 for Customer Service. A case in the queue is routed to you. You will be going on a vacation. You need to assign the case to someone else. What should you do?

  1. Release the case.
  2. Route the case to another queue.
  3. Share the case.
  4. Escalate the case